Customer satisfaction and loyalty in online and offline environments

摘要: Abstract We address the following questions that are becoming increasingly important to managers in service industries: Are levels of customer satisfaction and loyalty for same different when customers choose online versus offline? If yes, what factors might explain these differences? How is relationship between environment from offline environment? propose a conceptual framework develop hypotheses about effects medium on relationships loyalty. test through simultaneous equation model using two data sets lodging industry. The results somewhat counterintuitive they show whereas chosen as it offline, provider higher than offline. also find have reciprocal such each positively reinforces other, this overall further strengthened online.